{"id":19298,"date":"2024-09-20T09:17:28","date_gmt":"2024-09-20T14:17:28","guid":{"rendered":"https:\/\/bolttech.io\/insight\/%e6%94%b9%e5%96%84%e5%ae%a2%e6%88%b6%e9%ab%94%e9%a9%97%e5%92%8c%e5%a2%9e%e5%8a%a0%e6%94%b6%e5%85%a5%e7%9a%84%e9%97%9c%e9%8d%b5\/"},"modified":"2024-09-20T09:17:35","modified_gmt":"2024-09-20T14:17:35","slug":"%e6%94%b9%e5%96%84%e5%ae%a2%e6%88%b6%e9%ab%94%e9%a9%97%e5%92%8c%e5%a2%9e%e5%8a%a0%e6%94%b6%e5%85%a5%e7%9a%84%e9%97%9c%e9%8d%b5","status":"publish","type":"insight","link":"https:\/\/bolttech.io\/zh-hant\/insights\/%e6%94%b9%e5%96%84%e5%ae%a2%e6%88%b6%e9%ab%94%e9%a9%97%e5%92%8c%e5%a2%9e%e5%8a%a0%e6%94%b6%e5%85%a5%e7%9a%84%e9%97%9c%e9%8d%b5\/","title":{"rendered":"\u6539\u5584\u5ba2\u6236\u9ad4\u9a57\u548c\u589e\u52a0\u6536\u5165\u7684\u95dc\u9375"},"content":{"rendered":"\n<p><strong>Jim Dwane\uff0cbolt<\/strong> <strong>\u9996\u5e2d\u71df\u6536\u5b98<\/strong><\/p>\n\n<p>\u51fa\u8272\u7684\u5ba2\u6236\u9ad4\u9a57\u53ef\u4ee5\u63d0\u9ad8\u5ba2\u6236\u4fdd\u7559\u7387\uff0c\u63d0\u9ad8\u5ba2\u6236\u6eff\u610f\u5ea6\uff0c\u4e26\u6700\u7d42\u63a8\u52d5\u6536\u5165\u589e\u9577\u3002\n\u9019\u662f\u6578\u5b57\u4f01\u696d\u6559\u7d66\u6211\u5011\u7684\u57fa\u672c\u6559\u8a13\u3002 <\/p>\n\n<p>\u5728\u5927\u591a\u6578\u884c\u696d\u4e2d\uff0c\u4f01\u696d\u5df2\u7d93\u958b\u59cb\u4ee5\u5ba2\u6236\u9ad4\u9a57\u70ba\u5c0e\u5411\u4f86\u5236\u5b9a\u6d41\u7a0b\u3002\n\u56e0\u6b64\uff0c\u5ba2\u6236\u5df2\u7d93\u7fd2\u6163\u65bc\u6210\u70ba\u696d\u52d9\u6230\u7565\u7684\u4e2d\u5fc3\u3002 <\/p>\n\n<p>\u5c0d\u65bc\u4fdd\u96aa\u516c\u53f8\u4f86\u8aaa\uff0c\u5275\u9020\u7121\u7e2b\u7684\u5ba2\u6236\u9ad4\u9a57\u610f\u5473\u8457\u6d88\u9664\u8cb7\u5bb6\u65c5\u7a0b\u4e2d\u7684\u6469\u64e6\u3002<\/p>\n\n<h2 class=\"wp-block-heading\">\u5ba2\u6236\u671f\u671b\u7684\u6f14\u8b8a<\/h2>\n\n<p>\u5c0d\u65bc\u4efb\u4f55\u5728\u7db2\u4e0a\u8cfc\u7269\u7684\u4eba\u4f86\u8aaa\uff0c\u7b28\u62d9\u7684\u8cfc\u7269\u9ad4\u9a57\u90fd\u6703\u8b93\u4ed6\u5011\u671b\u800c\u537b\u6b65\u3002\n\u9019\u9069\u7528\u65bc\u5f9e\u8cfc\u8cb7\u6d88\u8cbb\u54c1\u5230\u6d41\u89bd\u623f\u4e3b\u4fdd\u96aa\u7522\u54c1\u7684\u6240\u6709\u5167\u5bb9\u3002 <\/p>\n\n<p>[insurance]\u201c\u5ba2\u6236\u5df2\u7d93\u767c\u751f\u4e86\u8b8a\u5316\uff0c\u5176\u4e2d\u5f88\u5927\u4e00\u90e8\u5206\u662f\u901a\u904e\u4ed6\u5011\u8207\u4fdd\u96aa\u884c\u696d\u4ee5\u5916\u7684\u5176\u4ed6\u670d\u52d9\u63d0\u4f9b\u8005\u4e92\u52d5\u800c\u8a95\u751f\u7684\uff0c\u201dForrester \u9ad8\u7d1a\u5206\u6790\u5e2b <a href=\"https:\/\/www.insurancebusinessmag.com\/asia\/news\/breaking-news\/insurance-firms-face-mounting-pressure-to-improve-the-customer-experience-245212.aspx\" target=\"_blank\" rel=\"noreferrer noopener\">Jeffery Williams<\/a> \u8aaa\u3002<\/p>\n\n<p>\u5176\u4ed6\u670d\u52d9\u63d0\u4f9b\u8005\u5728\u505a\u4ec0\u9ebc\uff1f\n\u6d88\u9664\u5ba2\u6236\u9ad4\u9a57\u4e2d\u7684\u6469\u64e6\u3002 <\/p>\n\n<p>\u9019\u7a2e\u6f14\u8b8a\u8feb\u4f7f\u4fdd\u96aa\u696d\u767c\u751f\u7bc4\u5f0f\u8f49\u8b8a\u3002\n\u201c\u4fdd\u96aa\u5df2\u7d93\u5f9e\u92b7\u552e\u7684\u7522\u54c1\u8f49\u8b8a\u70ba\u8cfc\u8cb7\u7684\u7522\u54c1\uff0c\u800c\u6b63\u78ba\u7684 [customer experience] \u7522\u54c1\u63a8\u52d5\u4e86\u8cfc\u8cb7\u6c7a\u5b9a\uff0c\u201dIBM \u7684 <a href=\"https:\/\/www.ibm.com\/thought-leadership\/institute-business-value\/report\/insurance-cx\" target=\"_blank\" rel=\"noreferrer noopener\">Christian Bieck\u3001Yoann Michaux \u548c Matthew Stremel<\/a> \u5beb\u9053\u3002 <\/p>\n\n<p>\u201c\u4eca\u5929\uff0c\u5ba2\u6236\u6703\u6bd4\u8f03\u548c\u5c0d\u6bd4\u5404\u7a2e\u670d\u52d9\u63d0\u4f9b\u8005\uff0c\u800c\u4fdd\u96aa\u516c\u53f8\u8d8a\u4f86\u8d8a\u591a\u5730\u901a\u904e\u77e5\u60c5\u6d88\u8cbb\u8005\u7684\u8996\u89d2\u4f86\u770b\u5f85\uff0c\u4ed6\u5011\u4e0a\u4e00\u6b21\u7684\u826f\u597d\u9ad4\u9a57\u53ef\u80fd\u662f\u5728\u5728\u7dda\u96f6\u552e\u5546\u90a3\u88e1\u3002\u73fe\u5728\uff0c\u4fdd\u96aa\u516c\u53f8\u6b63\u5728\u8207\u5176\u4ed6\u884c\u696d\u7684\u6700\u4f73 CX \u9032\u884c\u6bd4\u8f03\uff0c\u800c\u4e0d\u50c5\u50c5\u662f\u5176\u4ed6\u4fdd\u96aa\u516c\u53f8\u3002<\/p>\n\n<figure class=\"wp-block-image aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"684\" src=\"https:\/\/bolttech.io\/wp-content\/uploads\/2024\/09\/writing-on-paper-1024x684.jpg\" alt=\"\" class=\"wp-image-9838\" srcset=\"https:\/\/bolttech.io\/wp-content\/uploads\/2024\/09\/writing-on-paper-1024x684.jpg 1024w, https:\/\/bolttech.io\/wp-content\/uploads\/2024\/09\/writing-on-paper-300x200.jpg 300w, https:\/\/bolttech.io\/wp-content\/uploads\/2024\/09\/writing-on-paper-768x513.jpg 768w, https:\/\/bolttech.io\/wp-content\/uploads\/2024\/09\/writing-on-paper.jpg 1200w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n<h2 class=\"wp-block-heading\">\u66f4\u77ed\u3001\u66f4\u7c21\u55ae\u7684\u5ba2\u6236\u65c5\u7a0b<\/h2>\n\n<p>\u4f5c\u70ba\u4e00\u500b\u884c\u696d\uff0c\u4fdd\u96aa\u696d\u7e7c\u627f\u4e86\u4e00\u4e9b\u4fdd\u5b88\u7684\u6d41\u7a0b\u3002<\/p>\n\n<p>\u4ee5\u627f\u92b7\u70ba\u4f8b\u3002\n\u5c0d\u65bc\u5e7e\u4ee3\u4eba\u4f86\u8aaa\uff0c\u6838\u4fdd\u610f\u5473\u8457\u5411\u5ba2\u6236\u7d22\u53d6\u76e1\u53ef\u80fd\u591a\u7684\u8cc7\u8a0a\uff0c\u4ee5\u4fbf\u6e96\u78ba\u8a08\u7b97\u98a8\u96aa\u3002\n\u4f46\u662f\uff0c\u6b64\u904e\u7a0b\u4e26\u4e0d\u9069\u5408\u6578\u4f4d\u5ba2\u6236\u65c5\u7a0b\u3002\n\u7576\u60a8\u8a2d\u8a08\u627f\u4fdd\u6d41\u7a0b\u6642\uff0c\u50be\u5411\u65bc\u7372\u5f97\u5118\u53ef\u80fd\u7cbe\u78ba\u7684\u5b9a\u50f9\u3002\n\u904e\u53bb\u7684\u53e3\u982d\u79aa\u662f\u554f\u984c\u8d8a\u591a\u8d8a\u597d\u3002    <\/p>\n\n<p>\u5728\u6578\u4f4d\u5316\u5ba2\u6236\u65c5\u7a0b\u4e2d\uff0c\u60a8\u5411\u67d0\u4eba\u63d0\u51fa\u7684\u554f\u984c\u8d8a\u591a\uff0c\u60a8\u5728\u8f49\u5316\u904e\u7a0b\u4e2d\u7522\u751f\u7684\u6469\u64e6\u5c31\u8d8a\u5927\u3002<\/p>\n\n<p>\u9019\u5c31\u662f\u61c9\u7528\u7a0b\u5f0f\u9810\u586b\u5145\u529f\u80fd\u7684\u7528\u6b66\u4e4b\u5730\u3002\n\u4ee3\u8868\u5ba2\u6236\u81ea\u52d5\u6536\u96c6\u6578\u64da\u53ef\u4ee5\u6539\u5584\u5ba2\u6236\u9ad4\u9a57\uff0c\u6d88\u9664\u5831\u50f9\u5230\u767c\u884c\u6d41\u7a0b\u4e2d\u7684\u6469\u64e6\uff0c\u4e26\u6700\u7d42\u63a8\u52d5\u8f49\u5316\u7387\u548c\u696d\u52d9\u589e\u9577\u3002 <\/p>\n\n<p>\u4efb\u4f55\u4fdd\u96aa\u516c\u53f8\uff08\u7121\u8ad6\u662f\u4fdd\u96aa\u79d1\u6280\u516c\u53f8\u3001\u4ee3\u7406\u6a5f\u69cb\u9084\u662f\u4fdd\u96aa\u516c\u53f8\uff09\u90fd\u53ef\u4ee5\u505a\u4e09\u4ef6\u4e8b\u4f86\u7c21\u5316\u4ed6\u5011\u7684\u5ba2\u6236\u65c5\u7a0b\u3002\n\u9019\u4e9b\u5305\u62ec\uff1a <\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>\u6700\u5927\u9650\u5ea6\u5730\u6e1b\u5c11\u5ba2\u6236\u8f38\u5165\u3002<\/strong>  \u6d88\u9664\u5be6\u969b\u4e0a\u4e0d\u6703\u70ba\u627f\u4fdd\u6d41\u7a0b\u63d0\u4f9b\u8cc7\u8a0a\u7684\u5373\u8208\u554f\u984c\u3002<\/li>\n\n\n\n<li><strong>\u8cfc\u8cb7\u7b2c\u4e09\u65b9\u9810\u586b\u5145\u6578\u64da\u3002<\/strong>  \u4f8b\u5982\uff0c\u60a8\u4e0d\u9700\u8981\u5411\u623f\u4e3b\u4fdd\u96aa\u7533\u8acb\u4eba\u7d22\u53d6\u6709\u95dc\u623f\u5c4b\u50f9\u503c\u7684\u6578\u64da\u3002\n\u9019\u4e9b\u6578\u64da\u5df2\u7d93\u532f\u7e3d\u4e26\u5f9e\u7b2c\u4e09\u65b9\u63d0\u4f9b\u3002 <\/li>\n\n\n\n<li><strong>\u4f7f\u7528\u6a5f\u5668\u5b78\u7fd2\u6216\u4eba\u5de5\u667a\u6167\u9810\u6e2c\u9810\u586b\u5145\u6578\u64da\u3002<\/strong>  \u9810\u6e2c\u5de5\u5177\u5f9e\u5176\u4ed6\u4eba\u5c0d\u985e\u4f3c\u554f\u984c\u7684\u56de\u7b54\u7684\u6d77\u91cf\u8cc7\u6599\u5eab\u4e2d\u6c72\u53d6\u9748\u611f\u3002\n\u9019\u4e9b\u554f\u984c\u4e0d\u9700\u8981\u8acb\u5225\u4eba\u56de\u7b54\u3002\n\u4eba\u5011\u53ea\u9700\u8981\u9a57\u8b49\u7b54\u6848\u3002  <\/li>\n<\/ul>\n\n<p>\u9019\u4e9b\u5de5\u5177\u5171\u540c\u5e6b\u52a9\u4fdd\u96aa\u516c\u53f8\u6253\u9020\u66f4\u77ed\u3001\u66f4\u6109\u5feb\u7684\u5ba2\u6236\u9ad4\u9a57\uff0c\u5f9e\u800c\u63a8\u52d5\u8f49\u5316\u3002\n\u9019\u5be6\u969b\u4e0a\u662f\u4e00\u500b\u975e\u5e38\u6fc0\u52d5\u4eba\u5fc3\u7684\u6642\u523b\uff1a\u4eca\u5929\u7684\u4fdd\u96aa\u516c\u53f8\u6709\u6642\u53ea\u9700\u4e09\u56db\u500b\u554f\u984c\u5c31\u53ef\u4ee5\u63d0\u4f9b\u4fdd\u96aa\u5831\u50f9\u3002 <\/p>\n\n<p>\u6191\u85c9\u9019\u7a2e\u901f\u5ea6\u548c\u6613\u7528\u6027\uff0c\u9019\u4e9b\u904b\u71df\u5546\u6d88\u9664\u4e86\u5ba2\u6236\u65c5\u7a0b\u4e2d\u7684\u5927\u91cf\u6469\u64e6\u9ede\u3002\n\u9019\u662f\u89e3\u9396\u5ba2\u6236\u589e\u9577\u548c\u65b0\u6536\u5165\u6a5f\u6703\u7684\u4e00\u5927\u95dc\u9375\u3002 <\/p>\n\n<p>\u9019\u53c8\u56de\u5230\u4e86\u6539\u5584\u5ba2\u6236\u9ad4\u9a57\u7684\u5546\u696d\u6848\u4f8b\u3002\u5ba2\u6236\u9ad4\u9a57\u5e73\u81fa\u516c\u53f8 Acquire \u7684 <a href=\"https:\/\/acquire.io\/blog\/insurance-customer-experience\/\" target=\"_blank\" rel=\"noreferrer noopener\">Benedict Clark<\/a> \u5f15\u7528\u4e86\u6700\u8fd1\u7684\u4e00\u9805\u8abf\u67e5\uff0c\u8a72\u8abf\u67e5\u767c\u73fe\uff0c\u4fdd\u96aa\u5ba2\u6236\u5f9e\u627f\u4fdd\u548c\u7533\u8acb\u904e\u7a0b\u5e7e\u4e4e\u5be6\u6642\u9032\u884c\u7684\u516c\u53f8\u8cfc\u8cb7\u4fdd\u55ae\u7684\u53ef\u80fd\u6027\u8981\u9ad8\u51fa 20%\u3002<\/p>\n\n<p>\u63db\u53e5\u8a71\u8aaa\uff0c\u66f4\u5feb\u7684\u7533\u8acb\u6642\u9593\u610f\u5473\u8457\u66f4\u9ad8\u7684\u8f49\u5316\u7387\u3002\n\u6b64\u5916\uff0c\u66f4\u597d\u7684\u5ba2\u6236\u9ad4\u9a57\u53ef\u4ee5\u63d0\u9ad8\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u3002 <\/p>\n\n<p>\u56e0\u6b64\uff0c\u6211\u5011\u6240\u6709\u4eba\u7684\u6559\u8a13\u90fd\u5f88\u6e05\u695a\uff1a\u4eba\u5011\u5c07\u7e7c\u7e8c\u8207\u4fdd\u96aa\u516c\u53f8\u505a\u751f\u610f\uff0c\u9019\u4e9b\u4fdd\u96aa\u516c\u53f8\u4f7f\u8207\u4ed6\u5011\u505a\u751f\u610f\u8b8a\u5f97\u5bb9\u6613\u3002<\/p>\n\n<p><em>\u5716\u7247\u63d0\u4f9b\uff1a <a href=\"https:\/\/unsplash.com\/@luizabraun\" target=\"_blank\" rel=\"noreferrer noopener\">Luiza Braun<\/a>\uff0c <a href=\"https:\/\/unsplash.com\/@homajob\" target=\"_blank\" rel=\"noreferrer noopener\">Scott Graham<\/a><\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Jim Dwane\uff0cbolt \u9996\u5e2d\u71df\u6536\u5b98 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[&hellip;]<\/p>\n","protected":false},"featured_media":9850,"template":"","insight-category":[],"class_list":["post-19298","insight","type-insight","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/bolttech.io\/zh-hant\/wp-json\/wp\/v2\/insight\/19298","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/bolttech.io\/zh-hant\/wp-json\/wp\/v2\/insight"}],"about":[{"href":"https:\/\/bolttech.io\/zh-hant\/wp-json\/wp\/v2\/types\/insight"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/bolttech.io\/zh-hant\/wp-json\/wp\/v2\/media\/9850"}],"wp:attachment":[{"href":"https:\/\/bolttech.io\/zh-hant\/wp-json\/wp\/v2\/media?parent=19298"}],"wp:term":[{"taxonomy":"insight-category","embeddable":true,"href":"https:\/\/bolttech.io\/zh-hant\/wp-json\/wp\/v2\/insight-category?post=19298"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}